Technical Support Specialist
4 weeks ago
At Tricon Residential, we're committed to delivering exceptional technical support to our teams across all technology platforms.
Key Responsibilities:- Gather information independently and provide in-depth analysis to resolve production issues
- Participate in weekly cadences and brainstorming sessions to identify opportunities and provide representation of the end users
- Work closely with the product/dev/QA team to prioritize and document bugs
- Provide severity and analysis of issues, inquiries, and requests
- Maintain ownership until resolution of technical issue
- Prioritize and deliver excellent customer service by troubleshooting and resolving issues related to Tricon's technology solutions
- Enforce best practices with end users to ensure data integrity throughout the organization
- Analyze patterns in user requests to identify actionable insights for process improvement
- Account creation and enforcement of user security and permissions
- Assist with the development and delivery of training materials and documentation
- Regularly contributes to and updates knowledge base system
- Generate reports on system usage and ticket history as needed
- Manage projects and tasks in project management tool
- Maintain SLA and ticket closure goals using service desk software
- Monitor system health by reviewing performance metrics and running pre-defined automated test cases
Requirements:
- Ability to write intermediate sql/mysql queries
- Residential Real Estate or Single-Family Homes experience desired
- 2+ years of experience with technical troubleshooting, customer support, and account management
- Strong customer service orientation is essential
- Support desk experience is highly desired
- Strong attention to detail, problem-solving, and process improvement skills
- Must have a passion for learning new technology and developing innovative solutions
Education:
- Bachelor's degree or a combination of industry certifications and/or equivalent related work experience
- Excellent verbal and written communication skills
- Demonstrated ability to handle a fast-paced environment and the ability to prioritize and complete tasks
- Ability to think critically to analyze issues and propose solutions
- Work well in a team environment; willingness to collaborate to find optimal business solutions
At Tricon Residential, we value diversity, equity, and inclusion in the workplace and strive to create a culture where every individual can thrive.
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